GROUPE STERIA : In Switzerland, Steria develops Customer Instruction Application for HSBC Guyerzeller Bank AG


Steria has developed an application for HSBC Guyerzeller Bank AG which automates, facilitates, standardises and minimises validation turnaround time for customers’ instructions. Around 150 users, mostly in German-speaking Switzerland, are currently using this new Business Process Management system.

HSBC Guyerzeller Bank AG, a private bank with its head office in Zurich, branches in Geneva and subsidiaries in Istanbul and Hong Kong, called on Steria Suisse SA to create and integrate a Business Process Management (BPM) system, in order to optimise processing times for its customers’ instructions, such as payment orders, standing orders and share purchase orders. Until now, these instructions first had to be processed manually before being implemented, which was not optimal for procedure application transparency and did not ensure quality processing.

In only nine months, Steria Suisse was able to create an application to manage the customer instruction process, based on the BPM PegaRULES Process Commander platform. This system was integrated in a Java Server application environment and uses an Oracle database solution. Besides developing and integrating the BPM system for its customer, Steria also guided and assisted HSBC during the Business Readiness phase, and particularly in training future users. HSBC Guyerzeller Bank AG is now reaping the benefits of having much shorter procedure turnaround times, no more paper folders, working guidelines all combined into Business Rules, not to mention homogenised and standardised procedures. The new software is already used by 150 people with the application set to be extended to Geneva in early 2008.

Ralph Karl Weber, Director of the BPM Skills Centre at Steria Suisse SA: "One of the key factors for the success of this project was, and still is, finding and getting the particular department to adopt this new way of processing customer instructions. After developing the prototype, which enabled the relevant representatives to understand, assess and optimise the expected results, we therefore had a consolidation phase dedicated to users’ needs. The aim of this was to optimise the application after testing it under real conditions." According to Steria, 540 working days were needed to carry out this project, including technical input, design and application development.

Oliver Rieselmann, Head of Projects & Business Services Management at HSBC Guyerzeller Bank SA: "I realised that, just like when we switched from the typewriter to Word for Windows, users needed patience, perseverance but also 150% support from Senior Management, particularly while this new tool was being implemented."

About HSBC Guyerzeller Bank SA ( HSBC Guyerzeller Bank SA is a private Swiss bank which offers asset management services to wealthy customers and their families. The bank was founded in 1894 and employees 382 people through its branches in Zurich, Geneva, Istanbul and Hong Kong. It manages around CHF25 bn in assets for its customers.

About Steria: The leading end-to-end IT services provider in Europe for companies which consider new technologies a vital part of their business strategy, Steria focuses on setting up strategic partnerships with its customers in each of its key markets: the public sector, finance, telecommunications, utilities, and transport. Steria offers customers integrated services including consulting in core business processes as well as the development and operation of information systems. In October 2007, Steria acquired the British firm Xansa. The new group includes over 18,000 employees in 16 countries. On December 31, 2006, Steria pro forma sales totalled ¤1.8 billion. The Group, headquartered in Paris, is listed on Euronext Paris, Eurolist.

Groupe Steria press service Isabelle Grangé Tel.: +33 1 34 88 64 44 e-mail: TBWACorporate Armelle Amilhat Tel: +33 1 49 09 26 47 e-mail:

Sophie Lemaire Tel: +33 1 49 09 26 51 e-mail:

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